Lessons from Oz: Design Guidelines for Automotive Conversational User Interfaces
This work addresses the problem of improving in-vehicle conversational interfaces for drivers, but it is incremental as it builds on existing WoZ methodology and literature.
The paper tackles the design of automotive conversational user interfaces by analyzing Wizard-of-Oz studies, revealing positive effects on cognitive demand, fatigue, trust, acceptance, and engagement, and presents a set of human-centered design guidelines for safe and effective interactions.
This paper draws from literature and our experience of conducting Wizard-of-Oz (WoZ) studies using natural language, conversational user interfaces (CUIs) in the automotive domain. These studies have revealed positive effects of using in-vehicle CUIs on issues such as: cognitive demand/workload, passive task-related fatigue, trust, acceptance and environment engagement. A nascent set of human-centred design guidelines that have emerged is presented. These are based on the analysis of users' behaviour and the positive benefits observed, and aim to make interactions with an in-vehicle agent interlocutor safe, effective, engaging and enjoyable, while confirming with users' expectations. The guidelines can be used to inform the design of future in-vehicle CUIs or applied experimentally using WoZ methodology, and will be evaluated and refined in ongoing work.